System and method for processing and managing communications in an emergency call center

Abstract

An emergency call center system having a communication processing system for processing communications between a 911 caller device and devices of a dispatcher and first responders, and for providing to devices of the dispatcher and first responders actionable insights related to the call. The communication processing system has a communication processing client that may be seamlessly integrated into the emergency call center system. The communication processing system also includes a cloud-based communication processing server that transcribes and analyzes audio data received from the communication processing client.

1 . A system for processing an emergency call between an emergency caller and a dispatcher device at an emergency call center, the system comprising:
 a network switched port analyzer (“SPAN”) configured to mirror SIP packets sent by a SIP server;   a call processing client configured to:
 obtain the SIP packets from the network SPAN; 
 obtain a caller device network address and a dispatcher device network address from initial SIP packets of the emergency call; 
 obtain emergency call SIP packets from the SIP packets based on the caller device network address and the dispatcher device network address; 
 extract raw audio data from the emergency call SIP packets; and 
 extract metadata from the emergency call the SIP packets; 
   an ordered messaging bridge configured to receive the metadata and raw audio data from the call processing client; and   a call processing server configured to:
 obtain the raw audio data and metadata from the ordered messaging bridge; 
 transcribe the raw audio data to produce a transcript; 
 process the transcript to identify key information; and 
 provide a notification to the dispatcher regarding the key information. 
   
     
     
         2 . The system of  claim 1 , further comprising a radio communication system for managing emergency radio communications, wherein the call processing client is configured to intercept radio SIP packets from the radio communication systems and send the raw radio data to the call processing server. 
     
     
         3 . The system of  claim 1 , wherein the call processing server comprises a recorder service for storing the raw audio data as a recorded call. 
     
     
         4 . The system of  claim 3 , wherein the recorder service is further configured to make the recorded call available to the dispatcher computer. 
     
     
         5 . The system of  claim 3 , wherein the recorder service is further configured to transform the raw audio data using a mu-law algorithm. 
     
     
         6 . The system of  claim 3 , wherein the recorder service is configured to store the raw audio data in a short-term storage, and move the raw audio data from the short-term storage to a long-term storage when the emergency call has ended. 
     
     
         7 . The system of  claim 1 , wherein the call processing server further comprises a transcription service for performing the transcription of the raw audio data; wherein the transcription service is further configured to provide the transcription to the dispatcher computer in real-time. 
     
     
         8 . The system of  claim 1 , wherein the call processing server further comprises a transcription service for performing the transcription of the raw audio data; wherein the transcription service is further configured to provide a complete transcription to the dispatcher computer when the emergency call has ended. 
     
     
         9 . The system of  claim 1 , wherein the call processing server further comprises a call record database for storing call records. 
     
     
         10 . The system of  claim 1 , wherein the call processing server further comprises an insights service for performing the processing of the transcript to identify key information, wherein the insights service is configured to:
 identify at least one word in the transcript related to a location associated with the emergency call;   determine the location associated with the emergency call based on the at least one word; and   compare the location with other location data to validate the location.   
     
     
         11 . The system of  claim 1 , wherein the call processing server further comprises a livestream service for streaming video from the emergency caller's device to the dispatcher computer. 
     
     
         12 . The system of  claim 1 , wherein the call processing server further comprises a routing service configured to:
 obtain the raw audio data and metadata comprising a unique call identifier;   determine if the emergency call exists in a call record database based on the unique call identifier;   create a new call record if the emergency call does not exist in the call record database, otherwise retrieve an existing call record; and   store in the new call record or the existing call record the location data, a unique call identifier and information sufficient to identify the dispatcher computer.   
     
     
         13 . The system of  claim 1 , wherein the call processing client is further configured to obtain from the SIP server and provide to the ordered messaging bridge at least one of automatic number identification data and automatic location identification data. 
     
     
         14 . The system of  claim 1 , wherein the ordered messaging bridge and the call-processing server are cloud-based. 
     
     
         15 . The system of  claim 1 , further comprising an ANI/ALI server configured to receive automatic number identification data and automatic location identification data from the SIP server and to make the automatic number identification data and automatic location identification data available to the call processing server. 
     
     
         16 . The system of  claim 1 , further comprising a radio communications system configured to provide radio SIP packets to the call processing server for transcription. 
     
     
         17 . A method for processing an emergency call between an emergency caller and a dispatcher device at an emergency call center, the method comprising:
 intercepting SIP packets from a SIP server using a network switched port analyzer (“SPAN”);   at a call processing client:
 obtaining SIP packets from the network SPAN; 
 obtaining a caller device network address and a dispatcher device network address from initial SIP packets of the emergency call; 
 obtaining emergency call SIP packets from the SIP packets based on the caller device network address and the dispatcher device network address; 
 extracting raw audio data from the emergency call SIP packets; 
 extracting metadata from the emergency call the SIP packets; and 
 sending the raw audio and metadata to an ordered messaging bridge; 
   at the call processing server:
 obtaining the raw audio data and metadata from the ordered messaging bridge; 
 transcribing the raw audio data to produce a transcript at the call processing server; 
 processing the transcript to identify key information; and 
 providing a notification regarding the key information to a dispatcher assigned to handle the emergency call. 
   
     
     
         18 . The method of  claim 17 , wherein the processing of the transcript is performed using artificial intelligence. 
     
     
         19 . The method of  claim 18 , wherein the processing of the transcript comprises:
 identifying at least one word in the transcript related to a location associated with the emergency call;   determining the location associated with the emergency call based on the at least one word; and   comparing the location with other location data to validate the location.   
     
     
         20 . The method of  claim 19 , wherein the comparing step comprises inputting the location to a third-party mapping service to determine if the location is valid.